We reserved a King "Non-Smoking" room at the Lakeview Inn in Lucerne, CA on Monday, March 18, 2024. Upon entering the promised room (#118), we smelled the strong stench of cigarette smoke and also found the floor sticky. When we then complained to the night attendant and requested a room change, we were told that promised room is supposed to be non-smoking and something about an elderly couple who stayed there the previous night with no issues. There was no apology given to us for this circumstance and inconvenience. We were then told that the only other type of room available at the property was a double queen room and we would have to pay an extra $23 + tax on top of the King Non-Smoking rate for that room. We requested that any extra fee for the substitute room be waived given that we were not able to use the King Non-Smoking room that we were promised. The night manager said no and that we would have to be charged the extra fee if we wanted the substitute room. In that double queen room (#106) then given to us, we experienced the following: Coffee maker filthy; we had to clean it before use. Bed and pillows were hard, causing a difficult night's sleep There was no hot water for our showers (or in the bathroom sink) the next morning. We had to take COLD showers! We contacted the owner the next day and requested that an apology and an immediate refund be issued to compensate us for our inconveniences and disappointments. We have at this time not heard back from him.
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酒店回复: Dear Guest, I'm truly sorry to hear about the numerous issues you encountered during your stay at Lakeview Inn in Lucerne, CA. Your experience is far from the standard of service we strive to provide for our guests, and I sincerely apologize for the inconvenience and disappointment caused. It's unacceptable that the room you reserved as non-smoking had a strong odor of cigarette smoke, and I regret that you were not offered a suitable solution or apology upon bringing it to the night attendant's attention. Additionally, the lack of cleanliness and maintenance in the substitute room provided is deeply concerning, and I understand how this further impacted your stay negatively. I apologize for the discomfort you experienced with the bed and the inconvenience of not having hot water for your showers. I assure you that your feedback has been taken seriously, and I will personally ensure that these issues are addressed with the management team to prevent similar occurrences in the future. Regarding your request for a refund and apology, I will escalate this matter to the owner immediately and ensure that a response is provided promptly. Your satisfaction is our priority, and we will do everything possible to make this right for you. Please accept our sincerest apologies once again, and thank you for bringing these matters to our attention. Best Regards, Customer Care Team
服务到位 干净整洁
我和我的伴侣带着我们6磅重的服务犬提前20分钟抵达酒店。我们被告知预订的房间不允许携带动物。然后他们要求我们出示服务犬，并询问其训练内容。前台人员想知道它提供什么服务，这违反了ADA（美国残疾人法案）的规定。我只是简单地回答说，它经过训练，可以为我的伴侣提供服务。接着，他们告诉我，在我预订了大床房之后，我们会得到一个全尺寸的卧室。我询问了价格，被告知每晚80美元外加税费。我指出我们预订的大床房价格更低，经过一番协商，我们最终以原价获得了一间ADA无障碍大床房。第二天早上，我们发现马桶冲水不畅。我们自己疏通后，它仍然无法正常工作，我们不得不再次索要一个马桶拔。酒店位置宜人，房间也令人满意，但由于马桶不断出现问题，我们不得不自己尝试修理，加上水压很低，整体体验并不愉快。总的来说，如果你是独自旅行或者不带服务性动物，这个价格的酒店还算可以接受。
We reserved a King "Non-Smoking" room at the Lakeview Inn in Lucerne, CA on Monday, March 18, 2024. Upon entering the promised room (#118), we smelled the strong stench of cigarette smoke and also found the floor sticky. When we then complained to the night attendant and requested a room change, we were told that promised room is supposed to be non-smoking and something about an elderly couple who stayed there the previous night with no issues. There was no apology given to us for this circumstance and inconvenience. We were then told that the only other type of room available at the property was a double queen room and we would have to pay an extra $23 + tax on top of the King Non-Smoking rate for that room. We requested that any extra fee for the substitute room be waived given that we were not able to use the King Non-Smoking room that we were promised. The night manager said no and that we would have to be charged the extra fee if we wanted the substitute room. In that double queen room (#106) then given to us, we experienced the following: Coffee maker filthy; we had to clean it before use. Bed and pillows were hard, causing a difficult night's sleep There was no hot water for our showers (or in the bathroom sink) the next morning. We had to take COLD showers! We contacted the owner the next day and requested that an apology and an immediate refund be issued to compensate us for our inconveniences and disappointments. We have at this time not heard back from him.